1. Introduction
1.1 Purpose of This Manual
This manual serves as a comprehensive guide for training staff members in a concierge medical practice, ensuring consistent, high-quality service delivery.
1.2 Core Values
- Excellence in patient care
- Personalized service
- Accessibility
- Confidentiality
2. Role-Specific Training
2.1 Front Desk Staff
-
Patient Communication Protocols
- Same-day response requirements
- Communication tracking
- VIP service standards
-
Membership Management
- Enrollment procedures
- Renewal processes
- Billing protocols
2.2 Medical Assistants
-
Enhanced Service Standards
- Extended appointment protocols
- Direct patient communication
- Care coordination
-
Documentation Requirements
- Detailed visit notes
- Follow-up tracking
3. Operational Procedures
3.1 Appointment Scheduling
- Minimum appointment duration: 30 minutes
- Same-day/next-day scheduling priorities
- After-hours protocols
3.2 Communication Standards
- Response time requirements
- Patient portal management
- Secure messaging protocols
4. Quality Assurance
4.1 Service Standards
- Patient satisfaction metrics
- Quality assessment protocols
- Feedback management
4.2 Compliance Requirements
- HIPAA regulations
- Documentation standards
- Medicare compliance
5. Emergency Protocols
5.1 After-Hours Care
- On-call procedures
- Emergency contact protocols
- Documentation requirements
6. Technology Systems
6.1 Practice Management Software
- EMR protocols
- Patient portal management
- Scheduling system procedures
7. Performance Metrics
7.1 Staff Evaluation Criteria
- Response time metrics
- Patient satisfaction scores
- Documentation compliance
8. Continuing Education
8.1 Required Training
- Annual HIPAA training
- Customer service updates
- Clinical updates as applicable